Daily Digest - June 16, 2025

Brought to you by: TCN | By Mike Gibb

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Mike Gibb
June 16, 2025

📝 EDITOR’S NOTE: Scroll down to the bottom for a recap of yesterday’s webinar.

🎂🎉 Happy Birthday to: Thomas Mohr of D1AL, Claire Sandbrook of Shergroup, and Michael Judge of Skit.ai. Happy belated Birthday to: Chris Isensee of DCM Services (Sunday), and Josh Pond of World Finance (Saturday).

📆 Monthly Meetings

I am excited to announced that I am bringing back two monthly meetings — Small Agency TechTactics, and the ARMTech Innovation Lab — while also announcing two more regular meetings — Women in Collections and Compliance Chat. Click on the links below to register for each meeting.

Logo Madness!

It’s time to start voting! Click on the logo you think is better to cast your vote. You can see the entire bracket here. Thanks to Drop Cowboy for sponsoring this year’s contest!

Judge Denies Plaintiff’s MSJ in FDCPA Case Over Arbitration Demand

  • A District Court judge in New Jersey has denied a plaintiff’s motion for summary judgment in a Fair Debt Collection Practices Act case over whether the defendant should have dismissed or stayed a collection lawsuit after the plaintiff attempted to invoke the arbitration clause of the underlying credit agreement and demanded the case be arbitrated instead.

  • More details here.

A MESSAGE FROM TCN

TODAY‘S WEBINAR

UPCOMING WEBINARS

Mass. Regulator Halts Collector’s Operations for Ignoring Calls, Deadlines

  • The Massachusetts Division of Banks has issued a temporary cease and desist order against a collector that is accused of failing to provide documents to the regulator “or otherwise meaningfully engage” with it by not returning calls or emails.

  • More details here.

Robocall Blocker Files TCPA Suit Over Alleged Collection Calls

  • In a case that started making the rounds at the end of last week, a consumer finance company is facing a Telephone Consumer Protection Act lawsuit after allegedly placing more than 2,300 calls to phone numbers managed by an app used to block robocalls, many of which may have been collection calls.

  • More details here.

Compliance Digest – June 16

  • Where else are you going to get references to Bilbo Baggins as it relates to breaking down a court ruling? Only in the Compliance Digest. This week, four experts — Xerxes Martin, Nabil Foster, Michael Chapman, and Jay Tillman — share their insights into recent court rulings, to make sure you know exactly how caselaw is shaping the credit and collection industry.

  • More details here.

  • This series is sponsored by Bedard Law Group

WORTH NOTING: What are the things that drain our batteries the most? ... The job market for college graduates this year isn't good ... How to say no at work, especially when talking to your boss ... Maybe skip asking ChatGPT if you are trying to diagnose an injury ... Only 40% of consumers plan their next financial move, according to new research ... Things you can do make yourself look more trustworthy at work ... Overwhelmed by all the AI tools on the market? Here is what you need to know ... Mistakes you'll wish you didn't make when flying.

Music Monday, part I

Music Monday, Part II

Webinar Recap: Building an Effective QA Program That Goes Beyond Call Monitoring

The latest webinar, sponsored by Sedric, brought together industry experts to challenge conventional approaches to quality assurance (QA) in the credit and collection industry. Moderated by Leslie Bender, the panel unpacked why QA needs to evolve from call monitoring to enterprise-wide insight and operational excellence.

The big picture: QA isn’t just about checking boxes — it's a strategic function that impacts compliance, collector performance, client trust, and consumer engagement. The conversation explored the balance between humans and technology, how to apply QA beyond voice channels, and what a modern, scalable QA function looks like.

Here are three key takeaways:

✅ Expand QA beyond calls.
Text messages, emails, and letters now dominate consumer engagement — and QA must follow. Panelists urged companies to prioritize validation and oversight of digital communications, including responses to opt-outs and disputes. They recommended combining letter proofing, data sampling, and even mystery shopping to ensure accuracy and compliance.

✅ Use tech to scale smarter, not harder.
AI and real-time monitoring tools allow companies to shift away from labor-intensive processes. Instead of manually reviewing 40+ calls per rep, technology enables 100% QA coverage and automated scorecard generation. AI can even coach agents in real-time, increasing resolution rates while reducing compliance risk.

✅ Create a culture where QA is collaborative, not combative.
Panelists emphasized the need for alignment between QA, compliance, and operations. Tools like calibration sessions, collector-nominated call contests, and incentive programs tied to positive consumer reviews were cited as ways to break down “us vs. them” dynamics.

Bottom line: A modern QA program is part compliance tool, part operational engine, and part coaching system. As communication methods shift and AI capabilities expand, companies must rethink how they evaluate success — not just to meet regulatory demands, but to drive better consumer outcomes and collector performance.

Did you know that premium subscribers get full access to transcripts, summaries, more highlights, and full recordings of every webinar? That’s thousands of hours of content, available for just $29/month for an individual subscription or $99/month for a company subscription. Click here to subscribe as an individual or email me to sign up your company.

The Daily Digest is sponsored by TCN